Congratulations to Aileen Allkins, Vice President of Global Support Delivery at HP, for her efforts to improve the customer service skills of HP’s support engineers and managers. Consistent world class support is a high priority for HP, so they decided to provide soft skills training for their global staff of engineers. They wanted to increase [...]
As the economy recovers, many companies are looking for opportunities to claw their way back to pre-recession sales levels. And companies that fared well want to be sure to keep their customers as competition in the playing field grows. Who’s upselling and cross-selling now? While sales teams have long had goals for upselling and cross-selling, [...]
Fess up, now! There some customers you just love to talk to and others that you can’t wait to get off the line, right? Of course there are some customers who are just downright cranky and rude, but barring those grouches, there’s a reason why you relate better to some people than to others. To sum [...]
Social media as a service and support channel is on the rise. There is a buzz about what effect social media will have on customer service. Peter Shankman showed us what one tweet can do. After jokingly asking Morton’s steakhouse to meet him at an airport with a porterhouse in one of his tweets, they [...]
30 to 40 million social media interactions take place in one day according to Catriona Wallace from Fifth Quadrant. Companies are getting on board to offer service and support through various social media channels. According to a Zendesk infographic by Tiffany Maleshefski, “A majority of consumers are already using social media channels for customer support, [...]
A round of applause goes to Gregory Cyrus, Customer Operations Manager, and Jill Remmler, Customer Service Manager, in their efforts to increase GE Healthcare‘s Net Promoter Score. GE Healthcare’s field engineers have direct contact with customers and are responsible for repairing devices and creating a positive relationship with clients. Management, concerned with offering customers the [...]
Did you hear? You can get whatever you want, whenever you want it – wherever you are! The ever increasing popularity of smart phones and tablets is putting increasing pressure on service and support centers to respond in real-time to customer requests. The concept of business hours and waiting periods has been kicked to the [...]
Congratulations to Charles Plemons, Helpdesk Coordinator in Technical Support Services, and his team at Western Kentucky University (WKU) for introducing chat support, a new initiative with positive results. WKU didn’t offer chat support prior to training with Impact Learning Systems. They saw a need and wanted to be adequately trained before offering their new [...]
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